发布时间 : 星期三 文章2011年浙江省高考英语试卷 - 图文更新完毕开始阅读
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C.narrow essope D.big mistake
43.Which of the following would rick stevenson most probanny agree with? A.Modern technology is what we can’t live without
B.Digital technology often falls short of our expectation C.Digital devices are more reliable than they used to be. D.GPS error is not the only cause for ceely’s accident. 44.In the writer’s opinion,Stevenson’s argument is _______. A.one-sided B.reasonable C.puzzling D.well-based 45.What is the real concern of the writer of this arieln A.The maior causes of traffic acciden and car then. B.The relationship between human and technology . C.The shortcomings of digital devices we use. D.The human unawareness of technical problems.
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46.What does the word“pump”mean in “He ran in every five minutes to pump me about the case”?
A.Talk with B.ask for information. C.Listen to D.Provide with evidence
47.When Sally says“The TV propram kept pumping out commercials”,she may be______. A.excited B.interested C.annoyed D.annoyed
48.What will the government most probably provide if it is engaged in a pump-priming program? A. sums of money B.Raw materials
C.informative and significant D.intereing and powerful
49.When Sylvia says“His speech was OK but it had no real punch”,she thinks it was not_____. A.fluent and impressive B.logical and moving
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中国教育考试第一门户网站
C.informative and significant D.interestitng and powerful
C
In the more and more competitive service industry ,it is no longer enugh to promise customer satisfaction.Today,customer“delight”is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry,and confirmed by a number of reserches,that customers receiving good service will promote business by telling up to 12 other people;those treated complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet.For example,many companies now have to invest (投资)a lot of money in information technology and sta?traming in order to cope with the “phone rage”-caused by delays in answering call,being cut off in mid-conversation or left waiting for long periods
“Many people do not like talking to machines,”days Dr,Storey,senior lecturer in Marketing at City University Business School.”Banks ,for example,encourage staff at call centers to use customer data to establish instant and good relationship with then,The aim is to make the customer feel they know you and that you can trust them – the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”
Recommended ways of creating customer delight include:under-promising and over-delivbering (saying that a repair will be carried out within five hours,but getting it done within two );replacing a faulty prodect immediately;throwing in a gift voucher (购物礼券)as an unexpected “thank you” To regular customers;and always returning calls,even when they are complaints.
Aiming for customer delight is all very well,but if services do not ?ach the haigh level promised,disappointment or worse will be the result.This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy (for example,”I know how you must feel”),and possible solutions (replace ment,compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughtest challenges over customer care,Fierce competition has conviced them at that delighting passengers is an important marketing tool,while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems. For British Airways staff,a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times.They are trained to answer quickly,?their name,job title and a “we are here to help”attitude.The company has invested heavily in information technology to make sure that information is available instantly on screen.
British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please”.On the other hand,the more customers are promised,the greater the risk of disappointment.
50.We can learn from Paragraph 2that _______________. A.complaining customers are hard to satisfy B.unsatisfied customers receive better service.. C.satisfied customers catch more attention D.well-treated customers promote business
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51.The writer mentions”phone rage”(Paragraph 3)to show that _____________. A.customers often use phones to express their anger B.people still prefer to buy goods online C.customer care becomes more demanding
D.customers rely on their phones to obtain services 52.What does the writer recommend to ??customer delight? A.Calling customers regular B.Gibing a “thank you “note. C.Delivering are quicker service. D.Promising more gifts
53.If a manager shoud show his empathy (Paragraph 6),what would be probably say? A.”I know how upset you must be.” B.”I appreciate your understandig.” C.”I’m sorry for the delay.”
D.”I know it’s our fault.”
54.Customer delight is important for airlines because _______________. A.their telephone style remains unchanged
B.they are more likely to meet with complaints C.the services cost them a lot of money D.the policies can be applied to their satff
55.Which of the following is conveyed in this article?
A.Face-to –face service creates comfortable feelings among customers. B.Companies that promise more will naturally attract more cuatomer. C.A company should promise less but do more in a competitive market. D.Customer delingt is more important for air lines then for banks.
D
It was Satuday.As always, it was the one, for “Six days,shall you labar and all your work”was taken senously back then,Outside,Father and Mr.Patnce next door were bxsy conny tcood lnside the wiel users Mother ane Mrs. Patrick were enpted in seeng cleaning
Somehow the boys had shipped away to the back lot with their kites.Now,evet at the reis of having Brother caught to beat carpets.they had sent him to the kitchen tox exsre xding ,sccmed there was no limt to the heights to which kites would fly today
My mothe looked at the sitting room,its furndign disordered for a tborough sweeting .Aprit kdgkd look toward the window “Come on,girls!Let’s take sing to the beer and theem a tutue” On the way we met Mrs. Patrick ,Ianghing guiltily as if she wrig doing woeig wrong The such a day for flying kites! We played all our frsh string into the boys’ kites up higher and higher,We could hardly distingwish the orang-coloced sports of the kites Now and then we slowly pullked one kite back,watching it dancing upo and down in the wind and finally bringing it down to earth ,just for the joy of sending yt up again
Even our fathers dropped their tools and joined us .Our mothers took their turn.laughing like schoolgirls I think we were all beside ourselves Parents forgx their daty and their dignity ;children forgot everyday fights and little jealousies .Perhaps it’s like this in the some of heaven.”I thought confusedly.
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